1. Return Window and Authorization

Return requests for eligible products must be submitted within 30 calendar days after confirmed delivery.

Before sending an item back, contact service@velrionpbr.com. Customer Care will review the request, confirm eligibility, and provide return instructions and the appropriate return address.

Returns sent without authorization or to an address not provided by Customer Care may not be accepted.

2. Return Eligibility

For preference-based returns, products should generally be unused, unaltered, and in their original condition. Please include all pieces, accessories, inserts, documentation, and original packaging where applicable. Proof of purchase is required.

Different requirements may apply if an item arrived damaged, defective, incorrect, incomplete, or materially different from its product description. Contact Customer Care so we can review the issue.

3. How to Request a Return

Email service@velrionpbr.com and include:

• Your order number
• The item you wish to return
• The reason for the return
• Relevant photos or video, if they help explain the issue

4. Items Not Eligible for Preference-Based Returns

Some products may be excluded from preference-based returns for health, hygiene, safety, personalization, or product-integrity reasons. Where applicable, exclusions may include customized products, opened hygiene-sensitive products, gift cards, final-sale merchandise, or items identified as non-returnable before purchase.

These exclusions do not limit rights or remedies that cannot lawfully be excluded.

5. Damaged, Defective, Incorrect, or Incomplete Items

Please inspect your order after delivery. If an item is damaged, defective, incorrect, incomplete, or materially different from its product description, contact us as soon as reasonably possible. For prompt documentation, we recommend contacting us within 7 days after delivery where practical.

Include your order number and clear photographs or video of the product, packaging, and shipping label where relevant. If the issue is confirmed, we will review an appropriate solution, which may include a replacement, refund, or authorized return.

6. Return Shipping Costs

Preference-based returns: Customers are generally responsible for return shipping when a return is due to a change of mind, personal selection, or another reason not caused by a product or fulfillment issue.

Confirmed product or fulfillment issue: If an item is confirmed to be damaged, defective, incorrect, incomplete, or materially misdescribed, we will work with you on an appropriate resolution and will not require you to bear reasonable return shipping costs caused by that issue.

No separate restocking fee is charged for approved eligible returns.

7. Refunds and Processing Time

After an approved returned item is received, we generally aim to complete our inspection within 5 business days. We will notify you after review and confirm whether the refund is approved.

Approved refunds are generally processed to the original payment method within 5–10 business days after the returned item has been received, inspected, and approved. Your bank, card issuer, or payment provider may require additional posting time.

8. Exchanges

Exchange availability depends on inventory. Depending on the circumstances, we may recommend returning an eligible item and placing a new order after the return is approved.

9. Order Cancellations and Changes

If you need to cancel or change an order, contact service@velrionpbr.com as soon as possible after purchase. We recommend sending the request within 12 hours where possible.

Requests received later may still be reviewed if fulfillment has not begun. A cancellation or change cannot be guaranteed once order processing, fulfillment, shipment preparation, or dispatch has started.

No cancellation fee is charged for an order successfully canceled before fulfillment. Any applicable rights relating to delayed or unshipped orders remain unaffected.